Surkus
Web platform

Self-serve Client Portal

Clients can list events on the Surkus platform and target app-users who fit their ideal demographic. With the company focused on scaling the self-service model, the client portal needed to be easy for any client to create and manage their events with.
My Role
Research, User Flows, Information Architecture, Sketching, Wireframing, UI, Prototyping
Company
Surkus
Timeline
4 Weeks

Getting a client's event on the platform was a time-consuming process.

The client portal was out in the wild but not quite ready to be self-serve. Once a client created an event with the existing event creator, there needed to be multiple rounds of edits with their sales rep before the event was ready.

After an event was submitted, the back-and-forth communication between client and Customer Success Team was time-consuming and costly.

Right: the old event details page

We interviewed and observed 5 clients as they created events — it was painful!

4 out of 5 participants

Didn’t know what to enter because the form fields were vague

4 out of 5 participants

Were unsure of what happens after submitting an event

5 out of 5 participants

Wanted to know how the event performed afterwards

And talked to Customer Success Team about recurring questions from clients

“How many guests have RSVPed?”
“Is the event live yet?”
“I didn’t know I had to approve it”
"Can you send me the guest list now? And an updated one tomorrow?"
"Did you get any feedback about the event?

From our interviews, we saw a few opportunities to improve the client portal

1. Guide clients on how to create an optimal event
2. Display information so that clients know what to expect next
3. Reveal the most valuable information before, during, and after an event

Guiding clients to create events that will perform well

The content of the event impacts its performance on the members app. For instance, big blocks of text may deter someone from reading and RSVPing to the event.

Instead of giving suggestions after an event is submitted,  we are equipping clients with helpful tips from the very beginning. A tip container appears when its respective form field is active and displays best practices from a nifty doc that our internal team uses when they create events for the clients. Enhance! Enhance!

Bringing order to the event creator

The existing event creator was disjointed and jumped from one category to another, and then back. I reorganized the sections so that the client could focus on completing all of the event details before moving onto audience targeting and engagement.

The progression tells a story that moves from general information to smaller details: what the event is to who they want there and lastly, how they should engage. The pages now focus on one category before landing on the final page to review and submit.

Allowing clients to find the information they need on their own

To increase the event status transparency, I gave the client portal’s details page a progress bar and more details around what is happening. The status section emphasizes if there is an action required by the client (when our team suggests changes to optimize the event, it needs to be approved by the client before we can launch it on the app). Clients can also download the CSV guest list if they want to check in on the headcount for preparation, even if it is days before the event.

Making post-event data accessible

Post-event reviews give clients an idea of what went well and what they can improve the next time around. Before Reviews was built, our sales team had been sending clients screenshots of our internal system’s screenshot page when requested.

Results

An improved self-serve portal
With the UX improvements and clearer messaging, we now have an easier way for clients to create events and see the whole process through without contacting someone at Surkus.

More transparency for the client
The revamped event details give clients access to the information they need. They can view the status of the event and access their guest list at anytime — on their own!

An improved self-serve portal
With the UX improvements and clearer messaging, we now have an easier way for clients to create events and see the whole process through without contacting someone at Surkus.

Next Steps

We heard overall positive feedback from the Customer Success team after it was rolled out. The team saw a decrease in requests like sending the guest list and reviews. Now, we are waiting for the marketing gates to open so we can continue monitoring Fullstory activity and making improvements from there.